Hi Mary, et. Al., LM provides the Niche Staff Skills Academy on our Continuing Education page<https://www.michigan.gov/libraryofmichigan/libraries/ce>, for all library staff. There's a Customer Service category on the right side of the home page once you create an account. There are de-escalation technique courses, crucial customer service skills, setting boundaries with patrons, and so many more course options. All self-paced. There are also some articles and recordings via WebJunction (also linked on LM's CE site) that you can access by searching for "Customer Service." Please reach out to us if you have any questions. This program is supported in part by the Institute of Museum and Library Services. Thank you, Cathy Lancaster Youth Services Coordinator Library of Michigan 702 W. Kalamazoo St. Lansing, MI 48915 My Pronouns: She/Her/Hers - See www.mypronouns.org<http://www.mypronouns.org/> to learn more. LancasterC5@michigan.gov<mailto:LancasterC5@michigan.gov> | 517-335-8129 | www.mi.gov/libraryofmichigan<http://www.mi.gov/libraryofmichigan> Follow us: Facebook<https://www.facebook.com/libraryofmichigan/> | Twitter<https://twitter.com/libraryofmich> | Instagram<https://www.instagram.com/libraryofmichigan/> Join the MiYouth<http://mail2.mcls.org/mailman/listinfo/miyouth> Listserv, created for Michigan public library staff to share and discuss children and teen programming and services. From: Michlib-l <michlib-l-bounces@mcls.org> On Behalf Of Mary Harrison via Michlib-l Sent: Wednesday, June 12, 2024 11:06 AM To: michlib-l@mcls.org Subject: [Michlib-l] webinar training recommendation CAUTION: This is an External email. Please send suspicious emails to abuse@michigan.gov<mailto:abuse@michigan.gov> Good Morning MichLibL, I am wondering if anyone has taken a good training that provides scripts for addressing challenging patron situations in the Library. For example, the Blackbelt Librarian teaches us to address a problem by assuming the patron doesn't know that a rule is being violated, "Excuse me, Sir, you probably didn't realize that food is now allowed in the study room". This allows the patron to save face. I am looking for similar trainings that provide examples of what staff could say to address difficult encounters. Thanks for any suggestions you can offer, Mary Mary Jean Harrison Director Coloma Public Library 151 W. Center Street PO Box 430 Coloma Michigan 49038 269-468-3431 www.colomapubliclibrary.net<http://www.colomapubliclibrary.net/> The most important asset of any library goes home at night - the library staff. Timothy Healy